As Dermot prepares for the meeting, what should he say about his former company? C) mass customization A) assets. People have many beliefs and behavioral tendenciessome controllable, some beyond our control. IT governance refers to the overall decision-making that guides the IT strategy of a firm. In short, an internal business process is anything your business does. D) Business processes are usually ensconced in an organization's culture. B) price premium earned B) measuring performance C) performed by an independent organization E) statistical process control. Roberta, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2 percent through additional training for her staff. As time goes on, its important to keep close tabs on your teams efforts to improve. All Round, a new virtual music store, is trying to compete with iTunes. It addresses providing service and support to the customer after the sale. E) customers, suppliers, new market entrants, and substitute products. True or False, Middle managers make long-range strategic decisions about the firm's products and services. A) TPS B) the balanced scorecard E) "Have you ever wished that you could just erase a line from your rsum? D) They are providing performance feedback. B) Successful implementation requires commitment and leadership from top management. E) TPS, MIS, DSS, and ESS. B) external processes Describe the use of braces for listing the members of a set. E) to characterize informal structural arrangements, B) to view performance in several areas simultaneously, Which of the following is NOT a belief measure on the balanced scorecard in relation to customers? B) defining the business and developing a mission. Culture influences all of the following EXCEPT FOR: A. Notions of time B. A focused and uncompromising commitment to improving business processes is crucial. D) cost reductions, 12) Measures of the balanced scorecard's customer perspective include: B) As a major cost center, it is important to pay attention to the sourcing, shipping, and warehousing. D) revenue growth, 13) Measures of the balanced scorecard's customer perspective include all of the following EXCEPT: B) Apple's iPod and iTunes. will have a direct impact on their overall experience with your brand. Values that influence decision-making. This control is part of the ________ area. E) HIPPA. B) customer perspective All of the following are steps involved in the strategic management process EXCEPT _____. One of the most impactful internal factors is the owners, shareholders, and sometimes the executive management team. A) They cannot hold inventory. B) incremental For more than a decade, he has beena witty, powerful voice for why UX is critical to value creation within businesses. The principles of agile software development have also been applied to the world of business process improvement. D) incremental There are a number of other manufacturers who produce similar water toys. A) structural Due to their inconsistent nature, it can be near impossible to say whether a process is or isnt working as well as it could be or to identify when certain processes just arent working at all.). The distinction between an idea and its expression. Friction-laden processes dont just hold your employees back. E) innovation. The follower is not a passive player in the leadership process. D) A department store creating specialized products for preferred customers. C) comparing performance D) provides entirely Internet-driven services or virtual products. D) the RATER system. Our pilot agents are able to find information in a timely manner. A) bureaucratic True or False, A firm can be said to have competitive advantage when it has access to resources that others do not. C) multidimensional B) zero-base budgeting It plans to grow by producing high-quality water toys at a low cost that are delivered in a timely manner. Political (Citizen) Involvement. A) broad. A) Amazon's one-click shopping. A process in which lower level managers anticipate their department's resource needs and pass them to top management for approval is called top-down budgeting. C) organization, culture, management, and environment. D) a philosophy of small continuous improvement that seeks to involve everyone at every level of the organization E) cultural, Some managers use ________, which provides four indicators with which organizations can set goals and measure performance. C) encouraging good communication and mutual participation. D) annually. E) Survival. D) financial perspective, 21) The number of complaints about a product is an example of a balanced-scorecard measure of the: B) quantifiable. Want to learn more? E) innovation and learning perspective, ________ perspective helps top management focus on what the organization must excel at to effectively meet its financial objectives and customers' expectations. An informal group can be considered to be an organization. B) Functional D) financial perspective, Stewart Corporation plans to grow by offering a sound system, the SS3000, that is superior and unique from the competition. These more practical improvements will mean more (and more valuable) opportunities for team members to interact for various purposes. Using the Internet to buy or sell goods is called: B) technology, people, culture, and structure. B) competitive advantage E) Controlling the supply chain means it can be used to monitor employees and assess job satisfaction, engagement, and leadership. Finally, be sure to stay at arms length to provide guidance and assistance, and to keep team members motivated as you implement the change. In making clear improvements to your business processes, youll almost certainly improve your companys bottom line. 1. A) e-mail encryption. C) Customer D) Cause-and-effect linkages may not be precise and should evolve over time. E) Digital firms have more flexibility to survive in turbulent times. D) overemphasis on one instead of multiple approaches. B) The Gramm-Leach-Bliley Act B) number of new products With a knowledge base, you can allow your customers to self-help themselves, thus reducing your customer support by up to 60%. Where are they in the control process? A) too much control. Which of the following statements about organizations is not true? True or False, The law of diminishing returns only applies to digital products. True or False. D) Spyware C) the reduction in travel times and the ubiquity of global exchange and travel. C) ero-based B) 1 and 2 At Fresh Bakery, Simon pulls six samples an hour from an assembly line to examine them for quality defects. Its why the agile approach is so common here, as it allows your team to pivot on-the-fly while remaining laser-focused on your ultimate goals for process improvement. E) Zero-based control. In the VALS framework, two segments stand apart based on their abundance or lack of psychological, physical, and material __________. D) measuring performance Supply chain management systems are more externally oriented than enterprise systems. A) overemphasis on means instead of ends Internal Process: views the quality and efficiency of an organization's performance related to the product, services, or other key business processes Organizational Capacity (or Learning & Growth): views human capital, infrastructure, technology, culture, and other capacities that are key to breakthrough performance Learn more E) They require controls at many different points. As you begin to wrap up the initiative, consider the implications your efforts will have on your organizations future. This organization has overcome the control system barrier of E) There is no distinction, they are the same thing. B) motivation and passion for her career So, to start with, improving your business processes will all but ensure youre actually using your resources as youd anticipated. As such, the Theory of Constraints follows these steps: Based on the practice of lean manufacturing, lean BPI aims to minimize waste, and to ultimately squeeze the absolute most value possible out of every resource used. Which of the following statements about digital firms is not true? In other words, your data should be the catalyst for change within your organization. C) A bookseller selling an e-book reader that reads only the bookseller's books. B) income statement A) suppliers. C) zero-based A) providing better reporting facilities. C. Use domineering influence. Internal business processes can be categorized as formal or informal. D) overemphasis on means instead of ends C) apply B) acts as liaison between the information systems group and the rest of the organization. B) Take a learning orientation approach which engages in self-development. C) translating the mission into strategic goals. The idea is that this more quantitative stance will lead to more consistent performance, which in turn leads to more stable and predictable results. The three activities in an information system that produce the information organizations use to control operations are: Advertisers use ________ in order to display more relevant ads based on a user's search and browsing history. C) an intranet. At the very least, youll be minimizing the number of resources wasted. Uses networks to link people, assets, and ideas. C) Internet shopping produces cost transparency. A) internal business process perspective This goes hand-in-hand with enabling innovation throughout your organization. Evan accidentally quoted a customer a price for new flooring that was more than $1,000 less than the actual price. Out of all these needs, the basic needs and security needs take a position above all other needs. E) decide. E) business intelligence. Analyze employee performance data, collect feedback from them, and simply observe them to determine whether or not your documentation matches reality. True or False, Most transaction processing systems use sophisticated mathematical models or statistical techniques. D) defect rates, 16) Measures of the balanced scorecard's learning-and-growth perspective include: If someone were to ask you what your company does, youd probably launch into a quick elevator pitch about your product, service, and value prop. D) fixed budget. D) an extranet. C) financial Shareholders and owners. A: Enterprise organizational assets B: Environmental process assets C: Environmental enterprise constraints D: Enterprise environmental factors Question 18: The collection of generally sequential and . D) too little employee participation How would you describe King Power and Light's control system? D) to establish the normal or desired performance with upper and lower limits C) the mobile digital platform. A) He asks to be copied on everything regardless of what it is. TQM is a comprehensive approach dedicated to continuous Otherwise, you run the risk of spreading your team too thin, making sub-optimal changes, or worse yet changing processes that werent broken to begin with. Making information available to everyone. B) sales forecast But, even those that have been formalized through standard operating procedures should still be looked at a bit more closely. Nike's use of celebrities to market their products, TRUSTe is an example of which of the following? The Theory of Constraints is all about identifying the root cause of a performance issue then working relentlessly to remove this main problem for good. C) organizing. True or False, A ________ is a senior manager who oversees the use of IT in the firm. Which of the following best defines Kaizen? New products, services, and business models E) Middle management, Research has shown that a majority of firms are able to align their information technology with their business goals. C) reduced cycle time. As a result, they admitted many students who were marginally qualified and who performed poorly in classes. Each has different characteristics and goals. Internal business processes can be categorized as formal or informal. Walmart's continuous replenishment system allows it to do all of the following except: C) Middle management Internal processes are an aspect of the balanced scorecard method, which is a performance metric an organization can use to identify areas that may need improvement. B) Motion pictures That said, the initial focus of lean BPI is on removing friction while maintaining your current productivity levels. True or False, The three main dimensions of information systems are management, organizations, and information technology. Stewart believes that putting additional resources into R&D and staying ahead of the competition with technological innovations is critical to implementing its strategy. Which of the following best expresses the utilitarian principle in evaluating this situation? Justin Lionel and Courtney Morehouse share net income in a 2:1 ratio. E) He has a scheduled vacation and is e-mailing and texting employees during regular hours. B) establishing standards A successful organization can involve its employees in the control system in all of the following ways EXCEPT All of the following statements are true about information technology's impact on business firms except: In ________, raw data is systematically acquired and transformed during various stages that add value to that information. But there are a few steps between improving business processes and improving business performance that are worth calling attention to. B) Because many companies have implemented enterprise resource planning, integrating business practices. C) career readiness C) Value chain analysis Helpjuices knowledge base software helps teams maintain alignment and stay productive while improving business processes and overall operations. C) Finance and accounting A) Operational Unlike EEFs, project teams have some control over OPAs and can amend these processes as the project progresses or with lessons learned upon project closure. A) significant decreases in operating costs. B) zero-based B) positioning The internal factors are Size of organization Recruiting policy Image of organization Image of job Size of Organization The size of the organization is one of the most important factors affecting the recruitment process. Measuring and evaluating performances. A) provide mass customization. Well that is the line I would erase. B) They develop personal relationships. On the surface, this simply means taking whats not working and figuring out how to make it work. Firms should do all of these things to balance the conflicting demands of being agile in a dynamic environment EXCEPT: Create a culture of complacency to counter the dynamic environment Goals are formulated as a result of: balancing stakeholder demands and internal political processes A) Web beacon Along the same line, strategically improving your business processes will help keep your team error-free and will reduce the damage caused when things do go wrong. D) customers. A) employee satisfaction ratings D) to actually see the sequence of suppliers that contribute to a product C) CIO D) It uses nonfinancial measures to serve as leading indicators of future financial performance. E) managerial. Tasks, technology, people, and structure. A) Six Sigma. E) CKO, According to ________, you should take the action that produces the least harm. B) HIPAA Of course, youll want to make any necessary adjustments if your efforts havent panned out as youd hoped. B) information systems manager. Which of the following U.S. laws gives patients access to personal medical records and the right to authorize how this information can be used or disclosed? Okay, the answer to that question may seem pretty straightforward and maybe a bit obvious. Here, well look at five BPI methodologies commonly used by small, growing businesses today. This commitment to excellence should extend beyond singular initiatives, and become part of your organizations ethos. True or False. E) core competency. True or False, Which main business function is responsible for maintaining employee records? The first is for processes, policies, and procedures for conducting work, which includes the following: Policies Procedures Standard templates General guidelines The project management team cannot update or modify these elements usually, as they have been provided by the organization. B) Internet technologies are universal, and therefore usable by all companies. D) feedback. C) global suppliers. Now, youll need to set goals for your BPI initiative. This, of course, means theyll be delivering the most value they possibly can to your business. E) producing effective long-term results, A) ignoring the more important and difficult activities. B) P3P E) It is strategic and results oriented. To do this, teams often create a fishbone diagram using the 6Ms of Six Sigma. See Figure 4-4. C. Domineering influence. Statements about organizations is not a passive player in the strategic management process EXCEPT _____ your... Small, growing businesses today firms is not true, of course, youll want to make work! A passive player in the VALS framework, two segments stand apart based on their overall experience your... Efforts to improve employees during regular hours behavioral tendenciessome controllable, some our... Than $ 1,000 less than the actual price short, an internal business process this... 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